At FREYA Shop, we understand that finding the perfect fit in lingerie is essential, just like ensuring your complete satisfaction with every purchase. Our Returns & Exchanges policy is designed with the same attention to detail that goes into crafting our exquisite balcony bras, bralettes, and nightwear collections.

Quick Policy Overview

  • Return Window: 15 days from delivery date
  • Condition: Items must be unworn, unwashed, with original tags
  • Return Shipping: Customer responsibility (except for faulty items)
  • Refund Processing: 5-10 business days after we receive your return

Our Return & Exchange Process

Step 1: Initiate Your Return/Exchange

To begin the process, please contact our customer care team within 15 days of receiving your order. Send your return/exchange request to [email protected] using the template provided below.

Step 2: Prepare Your Items

Ensure all items are in their original condition:

  • Unworn and unwashed
  • All original tags attached
  • In original packaging
  • Including any hygiene strips intact

Step 3: Package and Ship

Securely package your items and include:

  • Completed returns form (we’ll email this to you)
  • Original invoice copy
  • All items being returned

Ship to our returns address:

FREYA Shop Returns
84 Ecclesall Rd
Sheffield, GB S8W 7CO

Return/Exchange Request Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Email to: [email protected]


Dear FREYA Shop Customer Care Team,

I would like to request a [return/exchange] for my recent order.

Order Number: [Insert your order number]

Order Date: [Insert order date]

Items to Return/Exchange:

  • [Product Name], [Size], [Color] – [Reason for return/exchange]
  • [Add additional items as needed]

Preferred Resolution: [Refund / Exchange for [specific product]]

Contact Phone Number: [Your phone number for shipping updates]

Thank you for your assistance.

Sincerely,
[Your Full Name]

Refund Information

Once we receive and inspect your returned items:

  • Processing Time: 5-10 business days
  • Refund Method: Refunds will be issued to your original payment method
  • Deductions: Original shipping costs are non-refundable
  • Notification: You will receive an email confirmation when your refund is processed

Exchange Information

For exchanges:

  • We’ll ship your replacement item once we receive your return
  • If the exchange item costs more, we’ll invoice you for the difference
  • If it costs less, we’ll refund the difference
  • Exchanges are subject to product availability

Important Notes

For hygiene reasons, the following items cannot be returned or exchanged unless faulty:

  • Knickers
  • Any intimate apparel where hygiene strips have been removed

All other items including bras, bikini sets, nightwear, and bodysuits can be returned following our standard policy.

International Returns

As we serve customers globally, please note:

  • Return shipping costs are the customer’s responsibility
  • Customs duties and taxes for returned items are non-refundable
  • Please mark the package as “Returned Goods” to avoid customs charges

Need Assistance?

Our customer care team is here to help you with any questions about returns or exchanges. Contact us at [email protected] and we’ll respond within 24-48 hours.

Thank you for choosing FREYA Shop, where your satisfaction is as important to us as the perfect fit of our lingerie collections.